Delivery & Returns

DELIVERY DETAILS

Orders are sent out with one of the following Royal Mail, APC, DPD or DHL couriers.

Standard delivery service is approximately 2-3 working days delivery.

Next Working day UK delivery service: guaranteed delivery on the next day providing your order was made prior to 9pm the previous day and will require a signature on the receiving end.  Next Working Day deliveries are made Monday to Friday. Unfortunately there are restrictions on some postcodes and we are unable to deliver to some areas in Scotland or Isles in England.

Ireland Next Working day delivery is a guaranteed service from DHL throughout Northern and the Republic of Ireland.  Order by 2.30pm for same day dispatch.  Orders placed after the 2.30pm cut off will be despatched the following working day.  Please note that there are some restrictions on Next Day to some remote areas of Ireland.

International orders are sent via Royal Mail International Signed For Service or DPD, taking between 3 to 10 working days to arrive and will require a signature at the receiving end.

**Bank Holiday restrictions apply to all delivery services - please note that our courier does not collect or deliver parcels on a Bank Holiday within the UK, orders placed using the Next Working Day delivery service will be delivered on the first working day after the bank holiday i.e. Tuesday 30th May.  Orders placed using the Saturday Guaranteed Service up to 9pm on Friday 26th May will be dispatched on the same day for delivery on Saturday 27th May.  Orders placed after 9pm on Friday 26th May will be processed for collection the following Tuesday i.e. the Next Working Day**  

Standard Delivery (UK) - £3.95

Standard Delivery within 2-3 working days within England, Wales or Scotland.
Free Standard Delivery On Any UK Orders Totalling £50 or More

Next Working Day Delivery (UK) - £7.50
Express Next working day delivery within England, Wales or Scotland. Order must be completed by 9pm for delivery the next working day.  Deliveries are made Monday to Friday.  This service will NOT deliver on a Saturday.
Any next day orders completed by 9pm Friday will be delivered on Monday.
Any next day orders completed after 9pm on Friday will be delivered on Tuesday.

Ireland Next Working Day Delivery (Northern and Republic of Ireland) - £7.50
Express Next working day delivery within Northern and Republic of Ireland. Order must be completed by 2.30pm for delivery the next working day.  Deliveries are made Monday to Friday.
Any next day orders completed by 2.30pm Friday will be delivered on Monday.
Any next day orders completed after 2.30pm on Friday will be delivered on Tuesday.

Guaranteed Saturday Delivery (UK) - £7.50
Guaranteed Saturday delivery within England, Wales or Scotland. Order must be completed by 9pm Friday for delivery on Saturday.
Any orders completed by 9pm Friday will be delivered on Saturday but Guaranteed Saturday Delivery must be selected at the checkout.
Any Guaranteed Saturday orders completed after 9pm on Friday will be processed the next week for delivery on the following Saturday.

Europe - £10.00
For countries inside Europe. Approximately 3-6 working day delivery service.

Republic of Ireland - £4.50
For Republic of Ireland only. Approximately 2 working day delivery service provided by DPD.

Rest Of World - £15.00
For all countries outside of Europe. Approximately 3-7 working day delivery service.

USA - £7.50
For USA only. Approximately 3-5 working day delivery service provided by DPD.

New Zealand - £10.00
For New Zealand only. Approximately 4-7 working day delivery service provided by DPD.

 
A signature will be required upon receipt of the goods, if there is no-one available to accept the parcel a calling card will be left for you to re-arrange delivery.

 

RETURNS INFORMATION

Returning your items just got easier, you can now return your parcel via Asda toyou – please click here for full details.

We can only accept items returned to us within 14 days from the date your order was dispatched. All items must be returned to us before a refund or exchange is issued.

If you use our Asda toyou returns service and you request a refund we will deduct £2.50 from your refund amount.  Parcels sent back via this service for an exchange are free of charge.

Please don't use scissors or knives to open your package; you are able to just tear the packaging open. Returns with scissor or knife marks will not be accepted. Items must be returned to us in an unworn and unwashed condition, deemed fit for resale with tags still attached.

Please be very careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty.

Please note that for hygiene reasons Boxer Shorts/Underwear cannot be returned.


I have made an order and need to cancel before dispatch

If you make an order in error and need to cancel before dispatch please email us on admin@11degrees.co.uk including your order number (found on your order confirmation that was emailed to you by us) within 2 hours of making the order, we can then refund the total paid by yourself including delivery costs, please allow up to 10 days for refund to show back in your account, although it is usually much quicker than this.

I want to return an item to 11 Degrees

Please complete your returns from which can be found on the back of your invoice. Please make sure you fill in all your details as required so that we can process your instructions without delay.  Alternatively please enclose a note with your order reference number and tell us whether you would like a refund or an exchange.  Pop the returns label from your invoice to your parcel.

All you need to do now is take your parcel to your local Post Office, or courier of your choice to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.  Please note that our returns address is a PO Box and not all couriers can deliver to this, please do check with your service provider prior to sending.

As soon as we receive your returned item we will organise the exchange or refund for you and email you (usually within 3 working days) to let you know when this has been arranged.

I would like to return an item for something else

Follow the returns process as above and let us know on the returns form that you would like an exchange, the name or style code of the new item and the size you would like.  We aim to process your return within 3 working days of receipt however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been received and we will email you again to let you know that the new item has been shipped.  Please expect it to arrive in around 2-3 working days from dispatch.  However, if you have not received it within 5 working days, please contact us.

I would like to return an item for a refund

As long as you return your item to us within 14 days from the date you received your parcel we can process a refund for you.  Please let us know that you would like a refund on your returns form and let us know why.  Once we receive your parcel back we aim to issue your refund within 5 working days.  Once the refund has been processed, you will receive an email confirming this.  Please then allow around 2-3 working days for the refund to be credited to your card, although this is dictated by your bank or card issuer and can vary.  

I have received a faulty item

If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail admin@11degrees.co.uk quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 14 days from receipt of the faulty item to return it to us.

I have received an incorrect item

If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail admin@11degrees.co.uk  quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed.  You have 14 days from our despatch of the incorrect item to return it to us.

Consumer Contracts Regulations 2013

Under the United Kingdom's Consumer Contracts Regulations 2013 you have the right to cancel your order for any item purchased from Urban Celebrity for a full refund no later than 14 days from the date you receive your goods.  This does not apply to items that cannot be returned for hygiene reasons or have been unsealed.  Order cancellations must be made in writing, quoting your name, address and order number, within 14 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of cancellation. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. For full details of the Consumer Contracts Regulations 2013 click here.